Service Desk 1st Line Technician

Service Desk 1st Line Technician

Love solving problems and helping people? Join us as a Service Desk 1st Line Technician - the friendly first point of contact for all things tech. You'll be the voice behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way. From answering queries to coordinating rapid responses, you'll make every interaction feel effortless and professional. If you are organized, tech savvy, and thrive on delivering top notch customer service, this role is your chance to shine.

Hours & Compensation

Hours: 35 hours per week. Shift pattern: Monday - Friday, 7 hour shifts from 9:00 am to 5:00 pm with a 1 hour unpaid lunch break. Salary: £25,500 per annum.

Location

Office based, New Milton, Hampshire. This role is UK based and any hybrid/remote work must also be within the UK.

Start Date

29th June 2026.

Pre employment Screening

This role is subject to pre employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Perks

• 161 hours holiday rising to 175 hours with length of service, plus bank holidays.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
• 24/7 employee assistance programme with an easily accessible app.
• Family and friends' discounts on our services and products.
• Pension scheme, up to 4% company matched.
• Free on site parking.

About You

You're someone who takes pride in delivering great customer service and enjoys solving problems. You don't need to know everything on day one - what matters most is your attitude, curiosity, and willingness to learn.

• A positive, can do attitude and a genuine interest in helping people.
• Strong communication skills, especially when speaking with customers.
• An empathetic and professional approach, even in pressured situations.
• A sense of ownership and pride in the quality of your work.
• Confidence explaining technical issues in simple, clear language.
• Good organisational skills and the ability to juggle multiple tasks.
• Initiative when troubleshooting and solving problems.
• A flexible approach and openness to learning new skills.

The Role

We're looking for a customer focused Service Desk Technician (1st Line) to join our Service Desk team. This role is the first point of contact for digital support queries received via phone, email, and online forms, playing a vital part in ensuring customers receive prompt, accurate, and empathetic support.

You'll log, triage, and manage support cases through our case management system, resolve issues where possible, and escalates more complex problems to the appropriate teams. Alongside technical troubleshooting, you'll build strong relationships with customers, keep them informed of progress, and help maintain high service standards across the business.

This is an ideal role if you enjoy problem solving, working with technology, and helping people in a fast paced, service driven environment.

Responsibilities

• Act as the first point of contact for digital support queries.
• Log, manage and progress support tickets in line with agreed SLAs.
• Provide first line technical support and initial fault diagnosis.
• Ask targeted questions to quickly identify root causes of issues.
• Talk customers through solutions via phone, email, or chat.
• Escalate unresolved issues to internal teams or third party providers.
• Monitor system and platform performance and raise concerns where needed.
• Carry out routine system checks and log issues as required.
• Maintain accurate documentation, notes, and support processes.
• Manage multiple cases at once while maintaining service quality.
• Participate in an out of hours on call rota.

Essential Qualifications

• Experience in a busy, customer facing role.
• Experience carrying out general administrative tasks.
• Ability to diagnose and troubleshoot basic technical issues.
• Strong problem solving and communication skills.
• Confidence providing step by step technical guidance to non technical users.
• Comfortable using Microsoft applications such as Word, Excel and Outlook.

Desirable Qualifications

• Experience in a 1st Line IT / ICT support role.
• Awareness of the Telecare industry or related environments.
• Knowledge of telecare systems, standards or processes.
• Experience with cloud telephony.
• Ability to produce clear, concise technical documentation.

Equal Opportunity Statement

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on .